Troubleshooting

If there is a problem with your windows or doors, please read through this troubleshooting guide before calling for assistance. There may be a quick and easy fix to the problem.

If there is anything you are not sure about, please contact the Anglian Service Desk on 0800 542 3931 for advice or to book for an engineer to visit. (There may be a charge for an engineer to visit.)

There is a draught around the window or door

Air movement detected near to a window or door may be due to natural currents caused by heating or cooling of the air (known as convection) and is not necessarily due to air leaking in through the window or door. In certain weather conditions, a small amount of air coming through the seals is acceptable.

If you are experiencing a draught around the window, you can check to see that the two rows of seals around the frame have not been dislodged. You can push these lightly back into place.

Trickle vents (where fitted) are not designed to be air tight when closed.

You can make adjustments to your tilt and turn window to change the seal pressure.
Instructions for this are in the Adjustments section.

Water visible in the frame

This is nothing to worry about, our windows are designed to drain away any water before it can leak into the property. There are drainage slots on the bottom of the frame that allow the water to drain out between the window and sill.

If there is any water entering your property, make sure the drainage slots and gaps between the frame and sill are clear of any debris. Please see Cleaning and maintenance for information on how to check the drainage slots. You also need to check to make sure the seals have not been dislodged from the frame.

Outward-opening casement windows

Caution. Take care to avoid any risk of falling from an open window.

Problems closing the window

Is the window almost closed?

Check there is nothing in the frame preventing the window from closing.

Make sure the handle is in the fully opened position before closing and locking the window.

Problems opening the window

Check that the window is not locked with the key.

Make sure there is no obstruction outside preventing the window from opening.

Do the windows have a restricted hinge?
These are designed to only open to about 10º to prevent accidents. To open the window fully, press the button on the slider (circled right) to disengage the restrictor.

Do this on both sides of a top-hinged window and just the bottom one on a side-hinged window.

The window is stiff to move
Have the windows been Lubricated?
If they have been regularly maintained, the resistance on the hinge of the window can be reduced, making it easier to operate the window. See Casement adjustment.

The window will not stay in the position it is opened to
It is possible that the adjuster screw on the hinge is too loose.

You can tighten this with a flat-head screw driver to increase the resistance between the slider and the hinge track. See window adjustment on page 30 for details.

The handle is loose

Over many years of use, the handle fixings may become loose. You can tighten them as shown below.

Carefully remove the top cover cap.

Tighten the top screw using a Phillips screwdriver and push the cover cap back into place.

Move the handle to the open position and tighten the bottom fixing.

Tilt and turn windows

Problems closing the window

Is the window almost closed?

Check there is nothing in the frame preventing the window from closing.

Make sure the handle is in the fully opened position before closing and locking
the window.

Problems opening the window

Check that the window is not locked.

Make sure there is no obstruction inside preventing the window from opening.

The handle is stiff to move
Have you lubricated the locking mechanism?
Follow the instructions on how to lubricate rollers and keeps in the section on Lubrication. You can adjust the rollers to reduce the compression – see Tilt and turn seal pressure.

The window is pivoting on only one corner

Under certain operations the tilt and turn window can go into both tilt and turn operation at the same time. Although the window is not designed to operate like this, it is perfectly safe and easy to return to a normal operating condition (shown below).

Make sure the handle is positioned as shown. Push the bottom corner of the sash on the handle side back into place in the frame.

Turn the handle to horizontal.

Close the window and turn the handle to the closed position.

Doors

Problems closing the door
Is the door almost closed?

Check there is nothing in the frame preventing the door from closing.

Make sure the handle is in the fully opened position before closing the door

Is the door failing to stay closed?
Open the door to check the locking gear operates when the handle is operated. To do this, move the handle to see if the hooks move. If they do not, Lubrication could help this.

Make sure that the white button (snib) is pushed downwards (where fitted).

Problems opening the door

Check that the door is not locked.

The lock cylinder is stiff to operate
Lubricate the cylinder with lock graphite (or graphite pencil).

Apply this lubricant to the key only and work the key in and out of cylinder a few times. Never apply lubricant directly into the cylinder as this may cause the internal pins to stick. Do not use WD40® or other oils.

Fire doors

Problems closing the door
Fire doors should close without any binding or undue force. If the door has been regularly maintained and oil applied to the joints then the door should move freely without resistance.

Check and lubricate the latch (see page 29).

Check and lubricate mechanisms to ensure they work freely (see page 31).

Check that there is no build-up of dirt or dust, this should be removed to keep
the door operating freely.

Seals around the door are to be kept intact.

Note the letter box is fire-rated. If it becomes damaged it must be replaced with a fire-rated version to maintain the integrity of the fire door.

Keep the door closed at all times as it will restrict the spread of any fire.

Quality of sealed glass units

Due to the nature of the glass-production process, perfect quality and surfaces free of any marks cannot be guaranteed. Some blemishes are to be expected.

You need to check the sealed units for scratches on the outer faces of the panes as soon as reasonably possible after they are installed.